5 Top Tips for Choosing a Technical Support Contract

It’s important that you choose the right technical support contract for your business and much depends on your choice of provider.

Here are some considerations for making the right decision:

Transparency

Make sure that the agreement you sign clearly details all costs associated with the service. Documentation should be provided which clearly states what’s covered and to what SLAs (tailored to your requirements).

On-site engineering

There are many positives to remote technical support, but not everything can be fixed remotely. On-site engineering time is a must have; ensure it is embedded within the terms of the agreement to avoid additional charges.

Proactive monitoring

Understanding how your systems are behaving is paramount to minimising the likelihood of things going wrong. Your managed service provider should ensure that 24/7 monitoring is in place and be proactive in diagnosing potential faults & resolving issues.

Disaster Recovery planning

Choose a provider that understands the importance of disaster recovery for your business. A good DR plan will consider back-up, data replication and managed DR office facilities. Your provider will become extremely familiar with your company’s systems and workflow; make sure they put the processes in place for you to get back to ‘business as usual’ quickly and efficiently in the event of a disaster.

Focus on your ROI

A good service provider will understand that their goal is to maximise the return from your IT investment – make sure that any potential shortfall of the provider doesn’t limit this and that regular service meetings take place to govern your IT strategy.

Contact us today for more information.